market overview: it operations and service

MARKET OVERVIEW

IT Operations And Service Management Page 1

MARKET OVERVIEW: IT OPERATIONS AND SERVICE

MANAGEMENT A SEASONED MARKET RECEIVING

AN INJECTION OF FRESH BLOOD

Scope: Global 2014

EXECUTIVE SUMMARY

The market for tools, helping internal IT departments and external IT service providers to manage

their increasingly complex production environments, has always been one of the most dynamic

ones in the IT industry. Frequent waves of innovation have changed the market landscape over

time. And today, the Cloud phenomenon has again accelerated the need for IT management

tools, injecting fresh blood into an already healthy market.

Research In Action believes that the market for IT operations and service management will grow

roughly 13 percent in 2014, to an overall size of almost $ 29 billion. The largest sub-category of the

market is performance management, followed by change and configuration management. The

fastest growing sub-market, however, is Cloud management.

Out of more than 1,000 active players in the market, the top seven largest ones are: CA

Technologies, BMC Software, IBM Tivoli, HP Software, Dell, Microsoft and Compuware. Other

interesting players out of the top 20 include ServiceNow, SolarWinds, ASG, Splunk and SAPs

Solution Manager.

MARKET OVERVIEW


Table Of Contents

Executive Summary ................................................................................................... 1

Market Definition And Trends ................................................................................... 3

Market Size And Growth ........................................................................................... 7

Key Vendors And Differentiators .............................................................................. 9

Appendix ................................................................................................................. 15

MARKET OVERVIEW


MARKET DEFINITION AND TRENDS

The market for tools, helping internal IT departments and external IT service providers to manage

their increasingly complex production environments, has always been a dynamic one. Ever since

the mainframe days, we have seen wave after wave of innovation in the IT operations and service

management tools space. Most recently (in the last 10 years or so) topics like ITIL1, application

auto-discovery, the CMDB2 and BSM3 have re-energized the market. And now, the Cloud

phenomenon has again accelerated the need for IT management tools. If, only 12 to 18 months

ago, it was still a question whether the Cloud hype was there to stay, today in 2013, Cloud has

become the number one investment area for IT managers of large enterprises around the globe4.

Consequently, IT operations management tools and services5 and IT Service Management (ITSM)6

are again on the forefront of IT managers concerns, injecting fresh blood into an already healthy

market.

Market Definition

Research In Action defines the IT Operations and Service Management (ITOSM) market as all the

products and services7 that help monitor, detect, and identify any abnormal behavior of the IT

infrastructure and IT services, as well as those products aimed at better controlling this

1 The IT Infrastructure Library (ITIL) is a set of practices for IT Service Management that focuses on aligning IT services with the needs of business. See http://de.wikipedia.org/wiki/IT_Infrastructure_Library. 2 A Configuration Management Database (CMDB) is a repository of information related to all the components of an information system. It contains the details of the configuration items in the IT infrastructure. Although repositories similar to CMDBs have been used by IT departments for many years, the term CMDB stems from ITIL. See http://en.wikipedia.org/wiki/Configuration_management_database. 3 Business Service Management (BSM) is a strategy, approach and methodology for aligning IT elements to the goals of the business. BSM is about communicating the right message at the right time to the right level within IT and the business in business terms or IT terms as appropriate for each audience. See http://dougmcclure.net/blog/business-service-management/business-service-management-bsm-defined. 4 The Research In Action IT Trends Survey 2013 reveals additional interesting results on budget and spending trends in Cloud, virtualization, performance management as well as ITIL and general IT operational benchmarks. 5 The global IT operations and service management market has more than 1,000 players. It is one of the markets with a very long tail of competitors. This is primarily due to the fact that the customer requirements are diverse, large in number, sometimes local and specific and forever changing, as the application landscape progresses. 6 IT Service Management (ITSM) is a discipline for managing IT systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. See http://en.wikipedia.org/wiki/IT_service_management. 7 Included are traditional software license and maintenance revenues, as well as SaaS (Software as a Service), appliance and product related service revenues.

MARKET OVERVIEW


infrastructure (like asset management, change and configuration management), the production

flow (like job scheduling and workflow management) and the service flow (like service desk,

Service-Level Management (SLM) and BSM). The IT infrastructure that these management systems

control is composed of all the platforms (clients, servers and operating systems), middleware and

applications all tied together through a private, public or hybrid Cloud.

The ITOSM market is divided into the following six sub-categories8:

1. Performance Management, which includes infrastructure elements like data center,

branch offices, servers and networks, databases, mainframes and applications (APM9 and

BTM10).

2. Change and Configuration Management, which includes provisioning, capacity planning,

software distribution, a CMDB, virtualization, job scheduling and process automation.

3. End-To-End Management, which includes event correlation, SLM, BSM, BPM11,

visualization and dashboards, end-user experience, analytics and Big Data.

4. Customer Management, which includes service desk, service catalog, workflow

automation and social IT12.

5. Resource Management, which includes IT assets, IT financials, back-charging, IT service

portfolio, workforce and IT contracts.

6. Cloud Management, which includes private, public and hybrid Cloud implementations.

8 Not included are the adjacent markets for release management/testing (not part of IT operations and heavily outsourced) approx. $ 3 billion; security management (different buying center and consulting heavy) also approx. $ 3 billion; and storage and backup management (often bundled with hardware) approx. $ 7 billion. 9 Application Performance Management (APM) is a particularly interesting sub-market in and of itself. Today, the APM market is roughly $ 5 billion in software, growing above the market average. See The Need For Speed: Research In Action Vendor Selection Matrix Deep Application Transaction Management 2013. 10 Business Transaction Management (BTM) is the practice of managing IT from a business transaction perspective. It provides a tool for tracking the flow of transactions across IT infrastructure, in addition to detection, alerting, and correction of unexpected changes in business or technical conditions. See http://en.wikipedia.org/wiki/Business_transaction_management. 11 Business Process Management (BPM). See http://en.wikipedia.org/wiki/Business_process_management. 12 Social IT service management is the new buzzword and hype topic for 2013. Many announcements on the topic have already been made, e.g., http://www.itsmartdesk.com, http://www.informationweek.com/thebrainyard/news/231601399/is-social-networking-the-new-it-help-desk, http://wiki.servicenow.com/index.php?title=Social_IT and http://www.technologyspectator.com.au/emerging-tech/social-media/building-social-it-service-desk. The most promising new ideas and technology, however, come from BMC Software. See http://investors.bmc.com/releasedetail.cfm?ReleaseID=717070.

MARKET OVERVIEW


Market Trends

Understanding trends and shifts in IT markets requires more than anecdotal evidence. Well-

designed, focused, and executed telephone surveys are a prime vehicle to get an idea of what is

going on in general, as well as in a specific market. Results from The Research In Action Global IT

Trends Survey13 reveal important insights into the short- and long-term trends in the ITOSM

market (See Figures 1 and 2).

Figure 1: Number One Investment Area In ITOSM For 2013 468 IT Managers In Enterprises

In 2013, many companies are concerned with end-user facing activities like establishing a service

catalog, supporting Bring Your Own Device (BYOD) initiatives, help desk refreshes or social

extensions to the help desk. However, Big Data is also making serious inroads into the operations

management market, in particular when it comes to proactive real- time (or near real-time)

monitoring of applications and infrastructure.

13 The Research In Action Global IT Trends Survey was a phone-interview survey that was fielded to 468 IT decision makers in enterprises. Respondents job titles included the following: CIO, VP of IT, VP of Infrastructure, VP of Operations, IT Manager, IT Operations Manager, and IT Supply and Purchasing Manager. Each company interviewed was a large enterprise with a headcount upwards of 250 and a turnover of more than 50 million. Major countries like the United States, Germany, France, and the United Kingdom were considered in a statistically valid fashion, as well as all major industry verticals. It is also important to note that we decided to use a top-box approach in this survey, which is very common in customer satisfaction surveys. This means that we only asked people for the number-one, most important investment trend. Why? Because it is a known rule of thumb that most enterprises only fund and implement the most important projects (numbers one and two, if they are lucky). The total is therefore 100 percent. Actual percentages may not add up to 100 percent exactly due to rounding.

3%

4%

8%

9%

9%

10%

10%

13%

15%

19%

Others/Don't know

Rethinking and/or replacing ITIL

ITSM for non IT assets

Implementing/updating the CMDB

End-to-end application performance

Social extensions for Help Desk

Real-time monitoring with Big Data integration

Help Desk refresh and consolidation

Support for all devices (BYOD)

Service catalog

MARKET OVERVIEW


Figure 2: Number One Long-Term Investment Trend In ITOSM 468 IT Managers In Enterprises

Longer-term, we expect the social IT trend to continue and in fact move to the number one trends

spot, followed by a desire to truly integrate IT services across all platforms, including internal ones

as well as the Cloud. The lofty goal of true business alignment is also still very much desired by

many enterprise IT managers. Also on the list is the extension of ITSM to embrace IT and non IT

assets, marketed today by many traditional help and service desk vendors. Real-time monitoring

with Big Data integration rounds up the top five of long-term trends.

3%

8%

8%

10%

11%

13%

14%

15%

18%

Others/Don't know

End-to-end application performance

End-to-end service management

Service broker

Real-time monitoring with Big Data integration

ITSM for non IT assets

True business alignment

Full service integration across all platforms

Social IT

MARKET OVERVIEW


MARKET SIZE AND GROWTH

So, how big is this ITOSM thing anyway? Traditionally, the market for IT operations and service

management tools has always been a dynamic and healthy one with long-term growth rates at

around 10 percent. However, the last economic downturn also hurt this market with growth rates

declining sharply. Research In Action estimates the ITOSM market to be roughly $ 25 billion in

2013 (See Figures 3 and 4) with overall market growth accelerating again. The outlook for 2014 is

also positive.

Figure 3: The 2013 ITOSM Market: Size And Forecast

Figure 4: The 2013 ITOSM Market In 2014: Forecast

$ Billion* 2014 Growth 2013 Growth 2012 Growth 2011

Performance Management 11.8 8.3% 10.9 4.8% 10.4 2.0% 10.2

Change And Configuration Management 7.3 9.0% 6.7 6.3% 6.3 1.6% 6.2

End-To-End Management 2.9 7.4% 2.7 17.4% 2.3 21.1% 1.9

Customer Management 2.7 8.0% 2.5 19.0% 2.1 13.5% 1.85

Resource Management 1.7 6.3% 1.6 6.7% 1.5 3.4% 1.45

Cloud Management 2.3 155.6% 0.9 200.0% 0.3 2900.0% 0.01

Total Market 28.7 13.4% 25.3 10.5% 22.9 6.0% 21.61

* Numbers include software l icenses and maintenance, SaaS, appl iance and product related services .

MARKET OVERVIEW


With well over 1,000 players active in the market and startups entering on a weekly basis, the

ITOSM market is one of the most dynamic ones in the IT industry. There is a lot of innovation in all

sub-markets, but the most interesting new products and services are brought to market in the

areas of Cloud Management (public and hybrid), Performance Management (Deep Application

Transaction Management), End-To-End Management (Real-time monitoring with Big Data

integration) and Customer Management (Social IT). Apart from product innovation, major changes

in the market also come from a move towards SaaS as the next generation delivery platform for

ITOSM tools, with the vast majority of startups selecting SaaS as their primary means of going-to-

market with their innovations.

MARKET OVERVIEW


KEY VENDORS AND DIFFERENTIATORS

Now, with so many players in the market, who are the most important vendors, what percentage

of the market is actually owned by the top players and what are their key differentiators (See

Figure 5)?

Figure 5: The 2013 ITOSM Market: Vendor Landscape Estimated Revenues

$ Million* 2013 Market Share 2012 Market Share 2011 Market Share

1 CA Technologies 3,019 11.9% 2,792 12.2% 2,429 11.2%

2 BMC Software 2,300 9.1% 2,172 9.5% 2,065 9.6%

3 IBM Tivoli 2,119 8.4% 2,010 8.8% 1,899 8.8%

4 HP Software 1,598 6.3% 1,508 6.6% 1,418 6.6%

5 Dell (incl . Quest) 1,499 5.9% 1,300 5.7% 1,200 5.6%

6 Microsoft 1,312 5.2% 1,015 4.4% 923 4.3%

7 Compuware 794 3.1% 742 3.2% 685 3.2%

8 Symantec 623 2.5% 569 2.5% 455 2.1%

9 EMC 601 2.4% 516 2.3% 423 2.0%

10 Riverbed (incl . Opnet) 478 1.9% 443 1.9% 390 1.8%

11 ServiceNow 420 1.7% 244 1.1% 128 0.6%

12 Vmware 360 1.4% 330 1.4% 300 1.4%

13 SolarWinds 331 1.3% 269 1.2% 198 0.9%

14 Attachmate (NetIQ/Novel l ) 323 1.3% 347 1.5% 353 1.6%

15 ASG 319 1.3% 298 1.3% 285 1.3%

16 Splunk 291 1.2% 199 0.9% 121 0.6%

17 Oracle 225 0.9% 202 0.9% 170 0.8%

18 Landesk 210 0.8% 200 0.9% 190 0.9%

19 Cisco 195 0.8% 176 0.8% 153 0.7%

20 SAP** 150 0.6% 90 0.4% 35 0.2%

Top 4 9,036 36% 8,482 37% 7,811 36%

Top 10 14,343 57% 13,067 57% 11,887 55%

Top 20 17,167 68% 15,422 67% 13,820 64%

Others 8,133 32% 7,478 33% 7,790 36%

Total Market 25,300 100% 22,900 100% 21,610 100%

* Numbers include software l icenses and maintenance, SaaS, appl iance and product related services .

** Solution Manager only add-on products priced individual ly, bundled estimates .

MARKET OVERVIEW


And Then There Were Three - The Big Four Turn Into The Big Three

For a long time, the ITOSM market was in fact dominated by the four leading players, namely BMC

Software, Computer Associates (now CA Technologies), HP OpenView (Now HP Software) and IBM

Tivoli. Over the last few years, however, HP has not managed to keep up with the other three,

which now all have well over $ 2 billion in annual revenues in the ITOSM market. The strongest

overall long-term performance comes from CA Technologies, which also has the broadest product

portfolio of all competitors.

1. CA Technologies: The strongest portfolio player. The growth of CA Technologies in recent

years has been impressive. Today, CA Technologies is the overall market leader in the

ITOSM market, well ahead of other major competitors like BMC Software and IBM Tivoli.

CA Technologies offers an impressive portfolio of capabilities in all sub-markets and

continues to grow through acquisitions but also increasingly through own development

and expansion of the client base. CA Technologies has most success when it can sell on the

strength of the overall portfolio, scalability and product integration capabilities.

2. BMC Software: New opportunities as a private company. On May 6, 2013 BMC Software

became a private company again14. BMC believes the opportunity to become a private

company will provide additional flexibility and position the company to invest more

strategically to drive powerful innovation and deliver cutting edge customer solutions. The

signs are encouraging. BMC is well on its way to transform itself from a BSM to a Cloud

management and a social IT player. One of the original innovators of BSM, BMC Software

was a thought and market leader around CMDBs and IT service management over the last

decade. After BSM has become mainstream, the company needed a number of years to re-

energize and focus on new goals. Today, BMC software is one of the most important

vendors when it comes to hybrid Cloud management, combining end-to-end views across

private, hosted and public Cloud environments. The company is also strong in the emerging

self-service and social IT space (MyIT15) while maintaining its strength in end to end

management, change and configuration management and performance management.

14 The deal is valued at approx. $ 6.9 billion. See http://www.bmc.com/news/press-releases/2013/bmc-software-signs-definitive-agreement-to-be-acquired-for-4625-per-share-in-cash.html. 15 See http://www.bmc.com/products/myit/it-self-service.html.

MARKET OVERVIEW


3. IBM Tivoli: Disappearing from the radar in standalone deals. More and more of IBM

Tivolis business is bundled into larger IBM deals, the individual value proposition of IBM

Tivoli is increasingly diminishing. Its nice to be part of the larger IBM family, but long-term,

IBM Tivoli needs to rediscover a stand-alone value proposition. Another challenge is the

very holistic and future oriented IBM strategy of the smarter planet which doesnt

resonate well with many hands-on customers in the enterprise space.

But May Soon Become The Big Six

Big changes may be afoot. If Dell and Microsoft continue their growth trend and provided HP gets

back on track, by the end of 2014, we may well talk about the new Big Six instead of the Big

Three (or former Big Four).

1. HP Software: Re-building on the strength of the ITOSM Foundation. The breadth and

depth of the HP Software portfolio for management of distributed systems is still

impressive. After the much loved (by customers) OpenView brand got ditched, HP Software

has lost some market share in legacy strongholds and could not compensate in other

growth areas like the three top competitors of the Big Four. Over the last few years,

however, HP has strengthened its strategic focus and investments in areas that will be the

future of ITOSM such as cloud computing, hybrid IT, as well as performance management

and analytics. With its ability to scale to analyze massive amounts of data quickly, HPs

analytics solution has the potential to be embedded in critical capabilities spanning the

whole ITOSM spectrum. HP Software has also updated its SaaS offerings in high growth

areas such as performance management and customer management. HPs turnaround is

well underway and we are cautiously optimistic that the company can regain its footing.

2. Dell Software and Quest: A winning combination. Is this a trend? Like BMC, Dell is now

also a private company again16. We shall see. Quest Software has been a highly regarded

competitor in Windows server, database and application management solutions, including

APM. Concerns about the long-term viability of the company started to hurt the business.

Quest Software was eventually acquired by Dell in 2012, along with a number of smaller

16 Dell completed its go-private transaction on October 28, 2013, the total transaction is valued at approximately $ 24.9 billion. See http://slashdot.org/story/13/10/29/165204/dell-is-now-a-private-company-again.

MARKET OVERVIEW


management software companies. Clients continue to report to be relieved by the fact that

Dell is renewing the commitment to the management market and growth rates are

impressive.

3. Microsoft: Entering the big league in yet another market. Its taken a while, to put it

mildly. From the humble beginnings of the System Management Server for software

distribution in the 1990s and the licensing of NetIQs AppManager technology in 2000,

Microsoft has arguably become the strongest force in Windows management today. Exact

numbers are hard to calculate, since many deals are bundled with other Microsoft

technology, but the road into the top five seems almost guaranteed.

A More Focused Compuware Is On A Good Trajectory

Over the last 40 years, Compuware has gone through a number of strategic changes. Most

recently, the company has refocused itself around a number of focus areas: (1) APM, (2) Business

portfolio management, which includes project portfolio management and professional services

automation, (3) Mainframe solutions, (4) Rapid Application Development solutions and (5) Secure

communications and collaboration. Compuware is the Global #1 In Deep Application Transaction

Management and a tier-one player in the overall APM market. Acquisitions of Gomez and

Dynatrace further strengthened the companys position. This renewed focus and strategic clarity

puts Compuware on a promising growth path.

ServiceNow Is On Its Way To Break Into The Top 10

ServiceNow brought SaaS to the ITOSM market. Originally designed as a low-end solution for the

mid-market, the offering was quickly adopted even by larger companies looking to augment dated

help desk implementations or to replace outsourced help desks as part of ITIL implementations. A

successful IPO17 followed and ServiceNow is now also starting to acquire companies (e.g. Mirror42

a Cloud benchmark, KPI18 and business intelligence platform - for roughly $ 13 million19) to

17 Initial Public Offering (IPO) or stock market launch. See http://en.wikipedia.org/wiki/Initial_public_offering. 18 A Key Performance Indicator (KPI) is a type of performance measurement. See http://en.wikipedia.org/wiki/Key_performance_indicator. 19 See http://www.servicenow.com/knowledge.do?sysparm_document_key=kb_knowledge ,8aadb9586f6a45006e28e13f9f3ee431.

MARKET OVERVIEW


broaden the companys appeal. A revamped strategy beyond service desk ERP20 of IT, service

relationship management for IT and non-IT and a platform for third-party ISVs21 coupled with a

clever new tagline The End of No. The Beginning of Now puts ServiceNow firmly on the road to

success.

The Best Of The Rest: SolarWinds, ASG, Splunk And A Surprise SAP Are

Noteworthy Contenders In The Top 20

1. SolarWinds: Trying To Cut The ITOSM Price Tag. SolarWinds tries to reduce the overall

ITOSM spending for IT managers. It offers dozens of solutions for networks, servers and

applications, databases, virtualization and more, as well as free tools. Since many of the

tools have been assembled over the years, SolarWinds is working hard on seamless

integration between them. Several of these products now integrate via the Orion

management interface. SolarWinds value proposition is to offer a downloadable

alternative to enterprise IT management products from such vendors as CA Technologies,

BMC, IBM and HP aiming for 80 percent of the functionality of the rival offerings at roughly

10 percent of the price. This is increasingly valued by customers who like the fast

deployment times and quick value for money.

2. ASG: Another Well-Rounded Portfolio. ASG Software Solutions, formerly known as Allen

Systems Group, has been around for a long time (since 1986). Often referred to as the

mini-CA because of the tendency to grow through acquisition rather than own

development, the privately held company has managed to establish itself firmly in the top

20 of the ITOSM market. Still strong in the mainframe market, the distributed solutions, in

particular the strong CMDB offering, remain also rock solid.

3. Splunk: First In The New Breed Of Solutions. Splunk was founded in 2004 with an IPO in

2012 and produces software for capturing, indexing, searching, monitoring, correlating and

analyzing machine-generated Big Data in real-time, via a web-style interface. It then

generates and operationalizes graphs, reports, alerts, dashboards and visualizations. Use

20 Enterprise Resource Planning (ERP) is business management softwareusually a suite of integrated applicationsthat a company can use to store and manage data from every stage of business. See http://en.wikipedia.org/wiki/Enterprise_resource_planning. 21 An Independent Software Vendor (ISV) is a company specializing in making or selling software. See http://en.wikipedia.org/wiki/Independent_software_vendor.

MARKET OVERVIEW


cases for ITOSM include Cloud and application management to ensure the availability and

performance of critical applications, running on premises and in the Cloud, real-time

business analytics from Big Data and overall IT operational intelligence.

4. SAP: Entering The ITOSM Market The Silent Way. SAP Solution Manager22 is a central

support and system management suite provided to SAP's customers as part of their license

agreement. As the SAP system landscape may include a large amount of installed SAP and

non-SAP systems, SAP Solution Manager is intended to reduce and centralize the

management of these systems and end-to-end business processes. Clients are encouraged

to use the SAP Solution Manager at least for incident and problem management. From

simple beginnings as an SAP-only help desk tool, the SAP Solution Manager has grown over

the years to become a credible ITOSM solution for companies that rely heavily on SAP.

Today, there are many third-party add-ons that enhance the value greatly. In particular the

addition of the SAP IT Infrastructure Management solution has moved the Solution

Manager beyond the SAP lifecycle tool23 . SAP IT Infrastructure Management is a solution

for detecting and administrating all IT components in an infrastructure including PCs,

printers, servers, routers and so on and configuring system and network components.

Licensed from Realtech24, it gives organizations the ability to monitor and coordinate all

aspects of their SAP and non-SAP IT infrastructure from business applications and

processes all the way down to complex and heterogeneous infrastructure and network

environments. However, the Solution Manager is still somewhat of a hidden secret, since

the basic functionality is free and only add-ons provide revenue incentives for SAP sales

people. As a result, the product is not marketed aggressively, like the competitors

offerings. This puts Solution Manager at a disadvantage yet, for SAP centric enterprises

this is well worth checking out as more and more enterprises already do.

22 SAP Solution Manager core functionality is free of charge for SAP enterprise support customers. See http://en.wikipedia.org/wiki/SAP_Solution_Manager. 23 SAP Solution Manager 7.1 provides an extensive set of features in the IT Support area for enhancing, automating and improving the management of SAP and non-SAP systems: Solution Implementation and Template Management, Solution Documentation, Test Management, Change Control Management, IT Service Management, Technical Operations, Business Process Operations, Maintenance Management, Upgrade Management, Custom Code Management. See http://wiki.scn.sap.com/wiki/display/SAPITSM/SAP+IT+Infrastructure+Management. 24 https://www.realtech.com/wInternational/software/solutions/IT-Infrastructure-Management/FAQ-SAP-IT-Infrastructure-Management-W3DnavanchorW262110057.php#bedeutung_SAPITIM.

MARKET OVERVIEW


APPENDIX

Research In Action Disclaimer:

Research In Action GmbH does not endorse any vendor, product or service depicted in our

research publications, and does not advise technology users to select only those vendors with the

highest revenues or ratings. The information contained in this research has been obtained from

both enterprise as well as vendor sources believed to be reliable. Research In Action GmbHs

research publications consist of the analysts opinions and should not be considered as statements

of fact. The opinions expressed are subject to change without further notice. Research In Action

GmbH disclaims all warranties, expressed or implied, with respect to this research, including any

warranties of merchantability or fitness for a particular purpose.

Author: Dr. Thomas Mendel Ph.D., Managing Director, Research In Action GmbH

[email protected]

Research In Action GmbH is a leading independent information and communications technology

research and consulting company. The company provides both forward-looking as well as practical

advice to enterprise as well as vendor clients.

2014, Research In Action GmbH reproduction prohibited.

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